Post on 06-Mar-2018
spinnakersupport.com
Rethinking Your ERP Support Strategy
WHITE PAPER
In THIS PAPER, You WIll lEARn: •WhyITprofessionalsarelookingto
cutcostsandwhere
•Whyorganizationsarequestioningthe valueoftheircurrentsoftwaresupportprovider
•TCOanalysisofcurrentsupport strategyvs.athird-partysupport providermodel
•Benefitsandoverviewof third-partysupportmodel
TABLE OF CONTENTS:
ThehIghCOsTOfsysTemmaInTenanCe.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
2012 IT Challenges ............................................................................................. 3
Global Markets ........................................................................................................... 3
Headcount Reductions .................................................................................................. 3
Proving a Return ........................................................................................................ 3
Technology Obsolescence ................................................................................................ 3
The High Cost of Maintenance ....................................................................................... 4
2012 IT Priorities .............................................................................................. 4
Re-think Your ERP Support Strategy ........................................................................ 5
What is Third-party Support? ...............................................................................10
Is Third-party Support Right for You? ...............................................................................10
Benefits of Third-party Support ......................................................................................11
neXTsTePs.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
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THE HIGH CoST oF SYSTEM MAInTEnAnCEIt’sanewyear.youhaveanewbudgetandanewsetofpriorities.yourorganizationistaskedwithexecuting initiativesonanever-shrinkingbudget.Challengesariseineverypartoftheorganization,butthepressureonITtoexecuteisgreaterthanever.Todaymorethanever,decisionmakersmustmakethemostofscarceresourcesandatthesametimerespondtoever-increasingdemandsforimprovedperformanceandnewtechnology.
ThispaperlooksatthechallengesITdepartmentsfaceinthisneweconomyandofferssomewaystomaximizeyourenterprisesoftwareinvestments,inparticular,whenitcomestoeRPsoftwaremaintenance.
2012ITChaLLenges It’snotoveryet.Improving?Certainly,butitappearswehaveawaystogo.Therecessionforcedalotofchangesinorganizations.Whilecostcontainmenthasandwillalwaysbeapriorityformostcompanies,theeconomicmeltdownwitnessedoverthepast36monthshascausedenterprisestore-thinktheirITplansandprioritieswithanewperspective.
ThefollowingarecommonchallengesofparticularsaliencetotheITexecutivetoday:
Global MarketsTheglobalizationofworldeconomieshasgreatlyenhancedthevalueofinformationtobusinessorganizationsandhasofferednewbusinessopportunities.Today,ITistaskedwithprovidingthecommunicationandanalytical powerthatorganizationsneedforconductingtradeandmanagingbusinessatagloballevelwithease.To coordinatetheirworldwidenetworkofsuppliers,distributorsandconsumers,organizationshavedevelopedglobalinformationsystemsthatcantrackorders,deliveriesandpaymentsaroundtheclock.Thesupportinfrastructurenecessarytosustainthesesystemsiscostly.
Headcount ReductionsWithfinancialcutsneededinmostorganizationstoweatherthesetoughfinancialtimes,oneofthefirstcost containmenttacticsistocutstaff.you’veseenthenewsheadlines.Unemploymentisata27-yearhighanditdoesnotappeartobegettingbetterasquicklyaswehadallhoped.
LessITheadcountornotgettingtofulfillemploymentrequisitionsaddstoyourchallengesin2012.yourtasklistdidnotgetshorter,inmostcases,itislongerthaneverandyetyouhavefewerpeopletoperformthework.manycompaniesnowhavetosupplementtheirskillsandstaffingwithconsultants.Thisapproachcanbecosteffectiveforspecificproblems,butfindingtherightskillset,availability,timeframes,andtravelallenterintoastaffaugmentationdecision.
Proving a Returnmaintainingtheseglobalmission-criticalsystemsandinvestmentsisdifficultinthebestoftimes,eventhosewithprovenreturns;butitisnearlyimpossibleinthecurrenteconomicenvironment.Thesecompetingdemandsgeneratesignificantscrutinyofproposalsfornewinformationtechnologyinvestments.asaresult,manyITinvestmentplanningprocessesnowrequiresomeanalysisofthecostsandreturnsexpectedfromthatproposedinvestment.Unfortunately,manytechnologyandbusinessmanagersoftenlackmodelsthatcanguidethemthroughsuchanalyses.evenfewerhavethecapitaltomaketheinvestments.
Technology obsolescencealltechnologybecomesobsoleteatsomepoint.Thisphenomenonisduetochangesinbusinessrequirementsand/orthetechnologynolongeralignswiththebusinessneeds(aself-selectedobsolescence).Obsolescenceisoftentheresultofvendorchoice(aforcedobsolescence)whenhardwareorsoftwaremanufacturersestablishapre-determined“end-of-support”dateforaproduct–the“support”euphemismistheindustry’soperativetermformaintenance.eachformofobsolescencerequiresbusinessestomakeinvestmentsinnewsystems.
WHITE PAPER
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The High Cost of MaintenanceThedictionarydefinesmaintenanceas,“Theworkofkeepingsomethinginproperorder.”however,this definitiondoesnotnecessarilyfitforsoftware.softwaremaintenanceisdifferentfromhardwaremaintenance inthatsoftwaredoesnotphysicallywearout,butoftengetslessusefulwithage.softwaremaintenanceis moreaccuratelydescribedasasoftwarevendor’sincrementalserviceofprovidingsoftwareupdatesandproductsupporttotheirlicensedusers.
enterpriseresourceplanning(eRP)softwareannualmaintenancefeesgenerallyrangefrom18to22%ofthe initiallicensecharges,representingasignificantannuitystreamforcompaniessuchassaP,Oracleand microsoft.
2012ITPRIORITIesCIOITbudgetsareanticipatedtobeessentiallyflatfor2012.Theseinvestmentsarestrongestamong enterprisesinLatinamerica(witha12.7percentITbudgetincrease)andtheasia/Pacificregion(witha 3.4percentincrease),whileinvestmentsareweakestamongthelargestenterprisesinnorthamerica (decreasing0.6percent)andeurope(down0.7percent).Largerorganizations,thosewithITbudgetsmore than$500million,havecontinuedtocuttheirITexpenditures,offsettingmodestgrowthintherestofthe surveypopulation.
ThequestionthatreallyneedsansweringishowthosesameCIOsaregoingtofindthebudgetnecessarytodeliveronbusinesspriorities.Onethoughtisthatmostofthetechnologiestheysaytheyneedarerelativelylowcostorattheveryleastlowercostthanon-premisealternatives(wheretheyexist.)Whatifyoucouldreleasesay1-2%oftotalbudgetthroughtheuseofthirdpartymaintenanceforeRP?
Consideringthesechallenges,itshouldcomeasnosurprisethatarecentsurveybygartneraskedCIOswhattheirtopbusinessandtechnologyprioritieswillbefor2012,“reducingenterprisecosts”wasrankednumberthree.Thisprioritywasoutrankedby“increasingenterprisegrowthatnumberone.”aconundrum?
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CIo ToP 10 BuSInESS And TECHnoloGY PRIoRITIES FoR 20121
Top 10 Business Priorities Ranking
Increasingenterprisegrowth 1
attractingandretainingnewcustomers 2
Reducingenterprisecosts 3
Creatingnewproductsandservices(innovation) 4
Deliveringoperationalresults 5
Improvingefficiency 6
Improvingprofitability(margins) 7
attractingandretainingworkforce 8
Improvingmarketingandsaleseffectiveness 9
expandingintonewmarketsandgeographies 10
Top 10 Technology Priorities Ranking
analyticsandbusinessintelligence 1
mobiletechnologies 2
Cloudcomputing(saas,Iaas,Paas) 3
Collaborationtechnologies(workflow) 4
Virtualization 5
Legacymodernization 6
ITmanagement 7
CRm 8
eRPapplications 9
security 10
Re-ThInKyOUReRPsUPPORTsTRaTegyTherearemanywaysthatorganizationsarelookingtocontroltheirITcostsintheneweconomiclandscape.spinnakersupportsuggestscompaniesconsiderreallocatingmaintenancedollarstohigher-returninvestmentssuchas:people,technologyandinfrastructuretobetterservetheirglobalmarkets.
Questioning the Value of Manufacturer Software MaintenanceThequestionmanysoftwareusersareaskingthemselvesmorefrequentlyiswhetherthesehighannualvendormaintenancefeesaredeliveringtheintendedbenefit.Thisquestionhasbecomeparticularlypoignantoverthepast36monthsasexecutivesfacethechallengesofsustainingtheirbusinessesandmanagingprioritiesintheworsteconomyin27years.
accordingtoRayWangofConstellationResearch2,interestinthird-partymaintenance(3Pm)servicesincreasedfrom19.6%inQ32009toalmost57%inQ22011.factorsforthisincreaseinclude:
• Continuing cost pressures ITbudgetscontinuetobeflatorshrinking.Organizationsmustdomorewithless,andatthesametimearefeelingpressuretoinnovate.
• Gaining minimal value in maintenance services mostrespondentsbelievetheyarepayingtoomuchfortoolittle.manyclientshavenotapplied upgradesandpatchesforyears.
• Slowing pace of vendor innovation Thepressuretoinnovatehasincreased.surveyresultsshowan18percentjumpoverlastyearin respondentsstatingthatthepaceofinnovationistooslow.
• Declining plans to upgrade UnlikeQ32009whereworseningeconomicconditionsledtoa27pointincreaseininterestin3Pm,morecustomersnowplantoupgradeandsee3Pmaspartofthisstrategytostabilizetheenvironmentandthenupgrade.
• Expecting better service Unfortunately,expectationsforbetterservicecontinuetodrop.servicecontinuestoplayakeyfactorindecisionstogoto3Pm.morethan20percentofcustomershavegivenuponexpectingbetterservicebetweenQ22011andQ32009.
• Delivering self-support Overthepastthreeyears,oursurveyshowsadoublingintherespondentswhoalreadyprovidetheirownsupport.Theseorganizationshavenoneedtopaymaintenancewhentheyaredoingallthework.
• Disliking the vendor althoughvendorlikabilityhasincreased,thenumbersstillrepresenthighdisapprovalratingswhichplayafactorinmovingtothirdpartymaintenance.
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andwhenitcomestowhichsoftwarevendor’sproductstopthelistforthird-partymaintenanceinterest,Oracle,saPandIBmproductsmakeupthetopthreevendors.
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WHY ARE CoMPAnIES ConSIdERInG THIRd-PARTY SuPPoRT?
Cost pressures
not seeing value in maintenance services
Pace of innovation too slow
do not plan to upgrade
Expect better service
Self support
dislike the vendor
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% 100.00%
Source: Software Insider Survey: State of 3PM Q3 2009 n- 51/260, Q1 2010 n=101/241, Q2 2011 n=139/244
Q2 2011
Q1 2010
Q3 2009
Q2 2011
Q1 2010
Q3 2009
68.32%
54.46%
41.18%
52.94%
SAP And oRAClE REMAIn ToP oF MInd FoR THIRd-PARTY SuPPoRT
oracle (Siebel, PeopleSoft, Jd Edwards, etc)
SAP
Infor (Baan, Syteline, BPCS, Manman, etc)
IBM
lawson
Computer Associates
Microsoft dynamics
Epicor
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% 100.00%
Source: Software Insider Survey: State of 3PM Q3 2009 n- 51/260, Q1 2010 n=101/241, Q2 2011 n=139/244
46.76%
72.66%
79.86%80.20%
72.55%
60.40%
30.69%
33.66%
64.71%
27.45%
41.18%
44.60%
39.57%
22.30%
96.04%96.08%
94.24%
92.16%
64.71%
25.49%
41.18%
21.57%
13.73%
92.81%
79.14%
41.01%
29.50%
22.30%
10.79%
10.07%
5.76%
88.12%
76.24%
30.69%
34.65%
16.83%
11.88%
10.89%
10.89%
5.88%
15.69%
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VEndoR MAInTEnAnCE REVEnuES ConTInuE To GRoW3
What are you really paying to support your current ERP software?saP’smaintenancebusinessaccountedforabout60%ofthefirm’soverallrevenueandabout90%onamargincontributionbasis.maintenancerevenueisontheriseassaPaggressivelyincreasessupportcoststo22%oflicenserevenue.
15000
2001 2011
12500
7500
3750
0
Professional services and other service revenue
Subscription and other software-related service revenue
Support revenue
Software revenue
7000
2001 2011
5250
3500
1750
0
Software revenue
Support revenue
Subscription and other software-related service revenue
Professional services and other service revenue
SAP CuMulATIVE REVEnuES 2001-2011
SAP lInE oF BuSInESS REVS 2001-2011
ItshouldcomeasnosurprisethatindustryanalystssuggestCIOsonaverageareoverspendingalmost30%onsoftwarelicensesandmaintenance.CouplethatwiththefactthatmosteRPsoftwarecustomerseffectivelyre-buytheirapplicationseverytwotofouryearsthroughmaintenancefees,andyouhavealotmoreexecutivesstartingtoquestionthehighsupportfeestheyarepaying.
Butindustryestimatesdonottellthefullstory.Whenyoustarttodothemathonwhatyourcompanyis actuallypayingtosupportyoureRPsoftware,thestorytakesonawholenewmeaning.Calculatingatotalcost ofowner-shipcanopenyoureyestoyouractualmaintenancespend.
Total Cost of ownership Software Support Comparisonspinnakersupporthasdevelopedasimple,straight-forwardmodeltohelpitsclientsanalyzetheirsoftwaremaintenancetotalcostofownership(TCO).Thefollowingcharthighlightsafive-yearspendanalysisbasedonanaveragesmBcustomer,whichhasacquireda370-userlicenseforeRPsoftware,utilizingcorefinancial,sales,distributionandmaterialsmanagementmodules.Itrepresentsaconservativeexampleofthecomparativecostswhentheychoosethird-partysupportfromspinnakersupport.
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2,500,000
2,000,000
1,500,000
1,000,000
500,000
0 Year 1200,000
1,500,000
200,000
400,000
200,000
600,000
200,000
800,000
200,000
1,000,000
200,000
1,200,000
200,000
1,400,000
200,000
1,600,000
200,000
1,800,000
200,000
2,000,000
200,000
200,000
Cumulative Maintenace
200,000Maintenance Cost
400,000
200,000
600,000
200,000
800,000
200,000
1,000,000
200,000
1,200,000
200,000
1,400,000
200,000
1,600,000
200,000
1,800,000
200,000
2,000,000
200,000
1,000,000License Cost
Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10
THE HIddEn CoST oF SuPPoRT And MAInTEnAnCE FEES2
forcompaniesthatoperateinahighlydynamicbusinessenvironment,andthereforemaintainaconstantsystemupgradecycleevery18-36months,thisinvestmentinongoingmaintenanceandsupportmakeseconomicsense.however,forcompaniesthatoperateinmorestableenvironmentsandhaveupgradecyclesgreaterthan36monthsorareoperatingahighlymodifiedsoftwareversionthatmakesitdifficulttoeasilytakeadvantageof softwarepatchesorfixes,theTCOofstayingwithanOemsoftwarevendor’smaintenanceprogramhasmuchweakereconomic“utility.”asaresult,companiesaredeterminingthattheircurrentcostofeRPsoftware maintenancegreatlyexceedsitsvalue.
WhilesomecompanieschoosetomaintaintheireRPsoftwareenvironmentthemselvesandtakeonahigher degreeofrisk,therearesoftwaremaintenancealternativesavailableforconsideration.analystsandindustrymediareportthird-partysoftwaresupportprovidersofferacost-effective,personalizedmodelthatisnearlyhalfofwhatyoupaytodayandshouldbeconsideredaviablealternativetothetraditionalsoftwaresupportmodelsyouutilizetoday.
asyoucanseeintheTCOmodelonpage10,thereturnisimmediate.Thiscompanyisestimatedtosave $2.7millionoverafive-yearperiod.Thissavingscanbere-deployedinavarietyofmeanssuchasfundinganeweRPmigrationorothertechnologypurchases.Thewaystoutilizethesefundsareendless.Thesignificantcostsavingsofthird-partysoftwaresupportarecertainlyeye-opening,buttheoverallbenefitsrunfardeeper.
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VEndoR CoST (k) Category Year 1 Year 2 Year 3 Year 4 Year 5 Total Costannualmaintenancefees $300 $302 $304 $306 $308Updates/Tools/fixes/CustomCodefees $475 $475 $475 $475 $475 Vendor Support Totals $775 $777 $779 $781 $783 $3,895 AlTERnATIVE CoST (k) Category Year 1 Year 2 Year 3 Year 4 Year 5 Total Costannualmaintenancefees $150 $150 $150 $150 $150 Updates/Tools/fixes/CustomCodefees $75 $75 $75 $75 $75 Alternative Support Totals $225 $225 $225 $225 $225 $1,125 SAVInGS (k) Category Year 1 Year 2 Year 3 Year 4 Year 5 Total Savings Annual Spinnaker Support Savings $550 $552 $554 $556 $558 71% Cumulative Savings $550 $1,102 $1,656 $2,212 $2,770 $2,770
MAInTEnAnCE SuPPoRT CoMPARISon – 5 YR TCo (EXAMPlE onlY)
WhaTIsThIRD-PaRTysUPPORT? Third-partymaintenanceproviderssuchasspinnakersupporthaveenteredtheeRPsoftwaremarkettoprovide areliable,economicalsupportoption.Inanutshell,third-partysoftwaresupportvendorshelpenterprisesonstableplatforms,withlittledesiretoupgradetheirsoftware,maintaintheircurrentsoftwareversions.Theseprovidersofferapersonalized,proactivehighlytechnicalsupportmodelatlowercoststhantraditionalsoftwarevendors.
Third-partyprovidersalsofillthegrowingdemandforahigher-valuesupportalternative.TheseprovidersareabletooffermoreresponsivesupportatareducedpricesincetheydonothavethemargindemandsofasoftwareOem,nordotheyneedtofundnewsoftwaredevelopment.
Is Third-Party Maintenance Right for You?Therearemanyfactorsyouneedtoconsiderwhenresearchingifthird-partymaintenanceisrightforyour company.herearesomecommonconsiderations:
• Mature and Stable Application – Theapplicationhasmaturedtoapointwherethereislittle, ifany,productengineeringeffortspentonbugfixes,productfunctionalityenhancementorother technicalchanges.Theuserhasinfrequentneedsforthevendortoprovidechangestothecore applicationsoftwareotherthanregulatorycomplianceupdates.
• Customized Environment – Thesoftwareishighlycustomizedandthereforeyourvendorprovidesnosupportservicesforyourenvironment.
• Software Migration – youareexecutingorplanningamigrationtoanewvendorsolution,no significantchangesorupgradeswillbeperformedonthelegacyeRPsystem.
• Support End-of-life – Thevendorisnolongerprovidingafullsetofsupportservicesduetoyoursystemreachingitssupportend-of-lifestage.applicationbreak/fixorothersupportservicesmustbepurchased,andtheratesfromathirdpartyareusuallylessthantheapplicationvendor’srates.
• Vendor Dissatisfaction – Thelevelofserviceprovidedbyyoursoftwarevendorisunsatisfactory–responsivenesstoinquiries/calls,fixcycle,qualityofinteraction,etc.
Benefits of Third-Party Maintenance• Personalized, Proactive Service – OnesizedoesnOTfitallinathird-partymaintenancemodel. spinnakersupport,forexample,hasmonthlycallswithclientstoproactivelycheckinontheclient’sstatus.Thisisinadditiontotheregularfollow-upofpreviouslyloggedissues.
• Faster Response and Resolution Times – eliminatewaitingdaysorevenweeksforresponsestoyoursoftwareissues.spinnakersupportguaranteesa30-minuteresponsewindowfromanexperton allurgentissues.Third-partymaintenanceprovidestheneededfixinatimelyfashion.Traditionalvendor maintenanceservicesoftenforceyoutouseself-servicetoolsinitiallyandwhenthosefailtoprovideyouwiththerequiredfix,youmustcallintoahelpdesktologtheissuewithatechnicianwhocannotassistyou.Third-partymaintenanceeliminatesallthehoopsyoumustjumpthroughwithtraditionalOemmaintenanceandprovidesyoudirectaccesstothepersonwhocanfixyourproblem.
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• Dedicated Support Engineers – spinnakersupportprovidesclientswithateamofdedicated seniorengineerswhocanbereacheddirectlyviaphoneande-mail.yourtraditionalsoftware maintenancemodeldoesnotallowthistypeofaccess.
• Direct Access to Seasoned Technical Experts – Third-partymaintenanceorganizationsare acommonplacetofindengineerswhohavepreviousexperienceworkingforsoftwarevendors.at spinnakersupport,ourmaintenanceengineersaveragemorethan15yearsworkingwithsaPor JDedwardsapplications.mostweredevelopersandsupportstaffwhohelpedtodesignandcreatetheoriginalsaPorJDedwardssoftwareproducts.Theirknowledgeofolderproductreleasescanbean advantageastheyhaveabetterunderstandingofthehistoryofsoftwarefixesandenhancementsthroughthelifeoftheproduct,includingthenewerreleases.
• Re-deploy Your Internal Resources – Decreaseorrepurposeinternalresourcesthatwere assignedtoapplicationsupportinternallyandputtheirtalentstoworkonotherpressingprojects. ThemostcommonuseofourservicesistoallowITteamstoreallocatetheirbestandbrightestto morestrategicprojectsinternally,andletspinnakersupportresourceshandletheday-to-daytasks.
• Cost-Effective Support – Ouroverheadandreasonablemarginexpectationsenableustodeliversuperiorsupportservicesatagreatlyreducedcost.
• Invest Savings in Other Critical Areas – Re-investyourmaintenancecostsavingsintoothercriticalareasofyourbusiness.Withspinnakersupport’sservices,youpayonlyforsupportandnotnew softwaredevelopment.Thesavingsexperiencedbyourcustomersarethenreallocatedtomorestrategicinitiativesforourclients’businesses.
• Eliminate Forced Upgrades to Unstable Platforms – Traditionally,whenanewsoftwareproductrollsoutitmaytakeayearortwotoworkthroughthebugs.Therehasbeennogenerationalchangeinenterprisesoftware,andthenextisduesomewherebetween2015and2017.andevenwhentheoriginalcodeisfinalized,ittakestimetocompletebetacasestudiesandfortheproductstobeadoptedgloballybytheenterprisemarketplace.somesoftwareprovidersevenchargeyouapenalty(upto20%)tostayoncurrentreleasesinanattempttoforceyoutoupgrade.Third-partysupport allowsyoutomaintainyourcurrentenvironmentwhileyouwaitfornewplatformstostabilize.
• Customizations Supported – mostenterpriseshaveadaptedtheireRPsoftwaretofittheuniqueneedsoftheirparticularbusiness.Thesecustomizationsareveryimportanttokeepthesoftwarerunning optimallyforyourorganization.spinnakersupportgoesaboveandbeyondtotroubleshootanddebugissueswithyourcustomizations.Wewilloftenpinpointthecauseoftheissueandtheresultingfix.
• Tax, Regulatory and Legislative Updates – forapplicationmaintenancechangesthatwerepreviouslyprovidedbythevendor(e.g.taxbodyandtaxratechanges),third-partymaintenanceproviders assumetheresponsibilityforidentifyingandprovidingregulatorychanges,alongwithmonitoringotherlegislationthatcouldrequiresystemchanges.
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TAkE THE nEXT STEPTakingacloserlookatthird-partymaintenancecanprovideyouwithamorecompletelookatyourcurrenteRP maintenanceinvestmentandhelpyouassesswhetherornotyouaregettingthevalueyouneedfromyourcurrentprovider.Ifyoudiscoveryouarenotgettingwhatyouneedfromyourcurrentmaintenanceprovider,consider spinnakersupportasyourproviderofchoice.
spinnakersupportcanprovideyouwithacustomizedTCOanalysisofyourcurrentsoftwaremaintenance investmentversuswhatwecansaveyouwithourinnovativesupportmodel.Totakeadvantageofthisoffer, call877-476-0576oremailyourrequesttoinfo@spinnakersupport.com.
Learnmoreaboutspinnakersupport’sservicesbyvisitingwww.spinnakersupport.com.
1 gartnerexecutivePrograms,January20122 WhyeveryCIOshouldConsiderThirdPartymaintenance,R“Ray”Wang,ConstellationResearch3howgoodweresaP’s2011results?,Dennishowlett,January16,2012
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